1. Lecture Eight (Chapter 8, Notes; Chapter 9, Textbook) KNOWLEDGE TRANSFER AND SHARING

2. Chapter 8: Knowledge Transfer and Knowledge Sharing 2 Knowledge Transfer & Knowledge Sharing KNOWLEDGE CAPTURE (Creation) KNOWLEDGE TRANSFER & SHARING TESTING AND DEPLOYMENT KNOWLEDGE CODIFICATION KNOWLEDGE BASE DATABASES Shells, tables, tools, frames maps, rules Capture Tools Programs, books, articles, experts Intelligence gathering Explicit Knowledge GOAL IS INNOVATION Knowledge Applications

3. Chapter 8: Knowledge Transfer and Knowledge Sharing 3 Fundamentals of KT (1/2)  Should be a daily, integral part of a learning organization.  Transmitting (or conveying) the knowledge of one source to another source and the appropriate use of the transmitted knowledge  Goal is to promote/facilitate knowledge sharing, increase collaboration and networking.

4. Chapter 8: Knowledge Transfer and Knowledge Sharing 4 Fundamentals of KT (2/2)  By working together, communicating, learning by doing, embedding knowledge through procedures, or document exchanges  Sources: knowledge bases, experts, etc.  Media: LAN,, secure/insecure lines, encrypted/plain text, etc.  Consumers: another application, a manager, a customer, etc.

5. Chapter 8: Knowledge Transfer and Knowledge Sharing 5 Knowing-Doing Gap  A situation where an organization knows what to do, but ignore the information available and perform differently  Knowing about this problem should help organizations make corrections  Set up a KT and sharing environment to benefit all employees

6. Chapter 8: Knowledge Transfer and Knowledge Sharing 6 Partial View of a Knowledge Transfer and Sharing Scenario in An Organization Knowledge Sources Knowledge Consumers Transfer KBS Applications Expert Repositories Trainers Computerized Educational Systems Patents Technology Knowledge Applications Products Knowledge Workers KB Customer Services Customer Service Representatives, Sales Field Service

7. Chapter 8: Knowledge Transfer and Knowledge Sharing 7 Guidelines for Successful KT and Sharing(1/3)  Building an Atmosphere of Trust within the Organization  Collaboration/Cooperation are not Rivalry/Competition  Creating the Culture to Accommodate Change

8. Chapter 8: Knowledge Transfer and Knowledge Sharing 8 why to do how to do  Reasoning (why to do) BEFORE Processing (how to do)  Knowing how the Organization handles Mistakes  Doing is BETTER than Talking Guidelines for Successful KT and Sharing(2/3)

9. Chapter 8: Knowledge Transfer and Knowledge Sharing 9  How Management view and reward Knowledge Transfer  Determine Employee Job Satisfaction  Degree of match between vocational needs and job requirements Guidelines for Successful KT and Sharing (3/3)

10. Chapter 8: Knowledge Transfer and Knowledge Sharing 10 Employee’s Vocational Needs (1/2)  Ability Utilization  Advancement Prospect  Level of Achievement  Level of Creativity  Compensation  Independence  Authority (supervision)

11. Chapter 8: Knowledge Transfer and Knowledge Sharing 11 Employee’s Vocational Needs (2/2)  Level of responsibility  Recognition  Status  Job Security  Variety  Work conditions

12. Chapter 8: Knowledge Transfer and Knowledge Sharing 12 Employee’s Job Satisfaction: A Conceptual Model High incentive Employee’s vocational needs met by the job What the job offers employee Match ? Low incentive Yes No

13. Chapter 8: Knowledge Transfer and Knowledge Sharing 13 Converting Experience Into Knowledge via KT OUTCOME Perform a task Compare action to outcome GOAL Action Feedback new knowledge New recipient Select transfer method Face to face/verbal Knowledge base Form

14. Chapter 8: Knowledge Transfer and Knowledge Sharing 14 Strategies of Knowledge Transfer (1/3)  Collective sequential transfer — specialized team performs same function at other sites Team worked on a project at Site A Evaluate the knowledge gained Evaluate each member’s action before the next job Revise/redesign each member’s assignment to reflect knowledge gained from previous job Same team works on similar project at Site B Feedback

15. Chapter 8: Knowledge Transfer and Knowledge Sharing 15 Strategies of Knowledge Transfer (2/3)  Explicit Inter-team Transfer — one team shares experience with another working on a similar job at another site Team C worked on a project at Site C Knowledge capture through experience Team C shares experience with Team D working on project of similar nature at Site D Team D works on project benefiting from Team C’s experience Feedback Team D shares experience with Team E at Site E

16. Chapter 8: Knowledge Transfer and Knowledge Sharing 16  Tacit knowledge transfer — unique in complex, non-algorithmic projects, where knowledge is mentally stored  Knowledge have to be modified in language, tone, and content to be usable TEAM A of 11 specialists Tacit knowledge transfer TEAM B of 18 specialists AUSTRALIA INDONESIA Strategies of Knowledge Transfer (3/3)

17. Chapter 8: Knowledge Transfer and Knowledge Sharing 17 Role of Internet in Knowledge Transfer & Sharing  Accommodates knowledge exchange and communication  Allows sending messages to multiple persons simultaneously  Offers a variety of services  Integrates systems and networks

18. Chapter 8: Knowledge Transfer and Knowledge Sharing 18 Next Lecture will be Knowledge Transfer in the E-World